Business Profile

Insurance Claims Processing

Crawford & Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Crawford & Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

119 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/23/2023
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Claim #: ******* I have purchased travel insurance from GOREADY INSURANCE (formerly called April) for an overseas trip.Upon return in August 2022, I have filed a claim for a Trip Interruption due to a natural disaster. BROADSPIRE is the agency that is handling the claim. Handling it very poorly. I have provided pieces of documentation such as receipts, photos, and news articles of the natural disaster with the locations affected where I resided. I have read the benefits agreement many times to make sure that I am entitled to what I am claiming. I provided documentation that are reasonable for a Trip Interruption claim. I requested that they provide me with a black and white statement in the agreement whether my receipts are not acceptable and why I can't get a resolution after many months. No clear response.It is now March 2023 and the issue has never been resolved. BROADSPIRE has been kicking back my claim tagging it as Trip Cancellation when I am filing for a Trip Interruption. Very different claims with different documentation needed. For instance, agent has been putting remarks to "provide letter from airline about cancellation." Again, it is not a Trip Cancellation. I keep getting automated e-mails from an agent that cannot be reached personally to clarify any misunderstanding. The agent is *************************. I can only try to communicate with them through uploaded Word docs in the BROADSPIRE claims portal as advised by *******. That I do not think agent is reading. They are sitting on my claim for months and months and if I don't do anything it may just sit there until a year after. They can't bothered to communicate or understand the situation of the customer. Treating their customers as a number. I understand I am not the only claim being handled but it's been way too long. I thought purchasing travel insurance was going to be beneficial. It has been frustrating and the customer service is not there at all. They do not care at all! It's insane.
Initial Complaint
Date:03/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a plane ticket on Mytrip.com. When I got to ***** I found my flight was cancelled with no notification on **** air, I had to buy my way onto another flight on Jin air. I bought trip insurance through Xcover, they immediately put it through to Broadspire A Crawford company. I have uploaded, faxed, mailed my documents multiple times but they keep closing out my claim saying that they have received no communication from me. I have been in contact via email with someone at the company but have been unresponsive as well. Today I got another notice after sending multiple emails over the last two months. I believe these companies should be looked into for fraud. I purchased their services, Mytrip claims the flight existed while I'm at the airline in ***** telling me it's cancelled and that it's my problem. My bag was lost for four days which I had to pay $37 to have found on top of everything. The travel insurance that I purchased has given me the run around for the past 6 months. I am happy to provide all of my documentation but I'm not really sure what the next steps are. I'm sure there's all sorts of incidents like this and I probably won't get my money refunded but I hope that putting them on the radar will at least do something. I've spent hours trying to contact multiple companies and can you even take them to small claims court? Is it worth spending hundreds of more dollars for $600 when every effort has already gone to nothing?Thanks for your time and consideration.
Business Response
Date: 04/03/2023

March 30, 2023

BBB Serving ******* & NE *******
**********************************************************************

RE:                          Complaint ID:                      19625812
Claim Number:                    4085298
                                Insured:                                 *************************
                                Policy Number:                    8TNJ7-6MWQD-INS
                                Date of Loss:                        September 22, 2022
                                Type of Loss:                        Trip Interruption
                                Insurance Company:          ******************

We are in receipt of the correspondence for the above referenced complaint that was received on March 21, 2023, and in reference to the above captioned claim,adjudicated by Broadspire. Broadspire Services, Inc. (Broadspire), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ****************** to process claims for plans sold by ********************** Services, LLC

In this complaint, ****************** has expressed frustration with the length of time taken to resolve the above referenced claim and the lack of communication during the claim process. We have reviewed our file materials and we offer the following in response.

On October 3, 2022, the Broadspire office received notification of the loss for the above referenced claim. Broadspire acknowledges that there was a significant delay in the issuance of the acknowledgement letter and claim form,which occurred on November 21, 2022, and for this we sincerely apologize.

On December 12, 2022, ****************** began submitting supporting documentation to the file via our secure portal and the claim was assigned to an adjuster for review. On December 20, 2022 the assigned adjuster reviewed the documentation and determined the following documents were pending to make a coverage decision:

Completed claim forms (signed and dated)
Proof of payment(s) for the trip (i.e., itemized travel invoice, e-ticket or paper ticket, hotel charges, service fees and other accommodation expenses or credit card statements)
Confirmation of the reason for the Trip Cancellation, Interruption or Delay (i.e., completed physician statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss)
Cancellation letter from tour operator/agency (with cancellation policies)
Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
Documentation showing any refunds (if applicable)
Receipts for any additional/out of pocket expenses (Note: Reimbursement of same limited by policy terms and conditions)
Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable)

An email was sent to ****************** advising of the pending documentation on the same day. On December 21 and December 22, 2022, ****************** submitted additional documentation to his file via our secure portal, which was reviewed by the adjuster on January 5, 2023. Several requests and submissions were received and reviewed, however, pertinent information to make a coverage decision was still pending.

On March 20, 2023, after exceeding the ninety (90) days of requesting the required documentation needed to make a coverage decision for the above referenced claim, a ninety (90) day closing letter was sent to ****************** via email.

Upon receipt of the above referenced complaint, a member of the management team reviewed the file and determined that we were indeed pending the following information:
Completed claim forms (signed and dated)
Confirmation of the reason for the Trip Cancellation, Interruption or Delay (i.e., completed physician statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss)

A call was placed to ******************, and a detailed voicemail was left requesting for him to return the call on March 29, 2023. Based on the documentation received, payment in the amount of $37.00 for the lost luggage fee, was requested for ****************** on March 31, 2023, with the following the check number: **********. We are unable to extended coverage for the Trip Interruption part of ******************** claim because the reason for the loss, the airline stating his flight did not exist does not meet the policy criteria of a Covered Event. We were able to speak with ****************** by telephone on March 30, 2023 to confirm the details of his loss and advise of the coverage decision.

Please allow **** business days for the check to arrive via **** mail.

Pertinent policy language follows:
TRIP INTERRUPTION BENEFIT
If your arrival on your Trip is delayed beyond your Scheduled Departure Date, or if you are unable to continue
the Trip due to one of the unforeseeable Covered Events listed below that occur during your Trip dates to you or
your Traveling Companion, we will reimburse you for the unused,non-refundable land or water arrangements prepaid to the Travel Supplier prior to departing on your Trip, less any refunds paid or payable, plus one of the following:

a. Additional transportation expenses incurred to reach your scheduled destination if your departure is delayed and you leave after the Scheduled Departure Date and time; or
b. Additional transportation expenses incurred for you to reach the final return destination of your Trip; or
c. Additional transportation expenses incurred to rejoin the Trip in progress from the point where you interrupted your Trip.

We will also provide reimbursement for unused air arrangements, less any refunds paid or payable, provided that these are not flights scheduled to travel to your Trip destination or flights scheduled to your origin of departure on your Trip, and provided that these are not flights within 24 hours of your Scheduled Departure Date or Scheduled Return Date.

Covered Events:
1.The Sickness, Injury or death of you, your Family Member, your Service Animal or your Traveling Companion. The Sickness or Injury must first commence while your Trip Interruption coverage is in effect under the Policy, must require the in person treatment by a Physician, and must be so disabling in the written opinion of a Physician as to prevent you from taking your Trip (either because your condition prevents your travel, or because your Family Member, Traveling Companion or your Service Animal requires your care);
2.Common Carrier delays and/or cancellations resulting from adverse weather,mechanical breakdown of the aircraft, ship, boat or motor coach that you were scheduled to travel on, or organized labor strikes that affect public transportation;
3.Being directly involved in a documented traffic accident while en route to departure on your Trip;
4.Being hijacked or Quarantined;
5.Being required to serve on a jury, or required by a court order to appear as a witness in a legal action provided you, a Family Member or a Traveling Companion is not a party to the legal action or appearing as a law enforcement officer; ********** Home made Uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster;
7. Your Accommodations at your destination made Uninhabitable due to fire, flood, volcano, earthquake,hurricane or other natural disaster. We will only pay benefits for losses occurring within 30 calendar days after the event renders the destination Uninhabitable. For the purpose of this coverage, Uninhabitable means: (i) the building itself is unstable and there is a risk of
collapse in whole or in part; (ii) there is exterior or structural damage allowing elemental intrusion, safety hazards have yet to be cleared, such as debris on roofs or downed electrical lines. In order to receive benefits under this coverage to remain home or to return home when the destination is restored for use, you must have 4 days or 50% of your total Trip length or less remaining at the time the destination is restored for use. Benefits are not payable if the event occurs or if the hurricane is named prior to or on your Trip Cancellation Coverage Effective Date;
8.A documented theft of your passports or visas;
9.A mandatory evacuation (or public official evacuation advisement in geographic areas where no mandatory evacuation orders are issued by government authorities) at your destination due to adverse weather or natural disasters.We will only pay benefits for losses occurring within ********************************************************* order to receive benefits under this coverage to remain home or to return home when the mandatory evacuation ends,you must have 4 days or 50% of your total Trip length or less remaining on your Trip at the time the mandatory evacuation ends;
10.Being called into active military service to provide aid or relief in the event of a natural disaster;
11.Your previously granted military leave being revoked. The leave must be approved prior to your coverage becoming effective, and official written revocation notice from your commanding officer will be required;
12. Your involuntary termination of employment or layoff (or the involuntary termination or layoff of your parent or guardian if you are a minor traveling alone), after continuous employment with the same employer for 2 years or more, provided the termination or layoff occurs 14 days or more after your coverage has taken effect. This benefit is not available to temporary employees, independent contractors, or self-employed persons;

13.A Terrorist Act which occurs in your departure city or in a city to which you are scheduled to travel while on your Trip, and which occurs within 30 days of your Scheduled Departure Date, provided the city has not experienced a Terrorist Act in the 30 days prior to the effective date of your coverage;
14.Your Host being unable to provide Accommodations due to a life-threatening Sickness or Injury, or due to death. Official documentation of the event will be required;
15.The school where you attend must extend its operating session beyond its predefined school year due to unforeseeable events commencing during the Policy effective period. The school year extension dates must fall in your Trip dates in order for this coverage to be available. Extensions due to extracurricular or athletic events are not covered;
16.Being required to take an academic examination on a date that has been fixed while on your Trip, and the examination date falls within your Trip dates;
17.Being unable to undergo a vaccination or inoculation, due to a medical reason,that is announced and published as required for entry into a country of destination while on your Trip. The vaccination or inoculation must be unannounced and unpublished to the public at the time your coverage is purchased;
18. Receiving official notification of an organ match available to you for immediate transplant,provided the transplant is considered medically necessary, the notification is received while you are on your Trip, and in the written opinion of the Physician the transplant surgery and/or recovery is so disabling as to prevent you from continuing on your Trip;

19.Receiving a court-issued notice to attend an Adoption Proceeding, provided you are not attending as a condition of your employment and provided the person being adopted is not you, your Traveling Companion or your Family Member. The date of the scheduled Adoption Proceeding must be during your Trip dates;
20. Receiving notice that your Adoption Proceeding or adoption arrangements have been cancelled or terminated,provided your Trip was for the purpose of executing the adoption.
Limitations
Benefits payable for additional transportation expenses will not exceed the cost of airfare (the same class airfare on which you were originally booked) by the most direct route, less any refunds paid or payable.

This coverage is subject to the General Exclusions.

If you have any questions, please contact me at the number listed below.

***********************
Director of Claim Operations
Broadspire Services
Phone:************
**************************
Customer Answer
Date: 04/03/2023
It is mostly satisfactory overall. It states that a message was left and things were resolved over that manner. I did get in contact with someone over the phone and they told me that my event isn't covered under their coverage. It's very unusual and while I think they are still side stepping responsibility me not liking their response isn't enough. Though there is still confusion as to this:

"We will also provide reimbursement for unused air arrangements, less any refunds paid or payable, provided that these are not flights scheduled to travel to your Trip destination or flights scheduled to your origin of departure on your Trip, and provided that these are not flights within 24 hours of your Scheduled Departure Date or Scheduled Return Date."

I have unused air arrangements, my flight never was used. Yet they say trip cancellation without informing me isn't covered under their list, which it is not, yet this language suggests the flight I paid for should be reimbursed. I assume that since I bought a flight within 24 hours of my scheduled departure date that excludes me from my coverage from them. The suggestion from the Broadspire agent was to take it up with my credit card company.

I don't recall what is actually present when buying trip protection but maybe there can be a suggestion that presents these reasons before purchase. Clicking a box assuming that these kinds of things are covered then a company trying to get out of being responsible for their mess up allowing all responsibility to fall on the consumer is bad practice. I'll consider the case resolved and I've posted accurate reviews to all of the services I purchased and hopefully that's enough to prevent someone else from purchasing their services. I'm just tired of so many companies taking advantage of people.

Thanks for your time and consideration.
Business Response
Date: 04/14/2023

April 14, 2023

BBB Serving ******* & NE *******
**********************************************************************

RE:                          Complaint ID:                    19625812
Claim Number:                 4085298
                                Insured:                               *************************
                                Policy Number:                8TNJ7-6MWQD-INS
                                Date of Loss:                      September 22,2022
                                Type of Loss:                     Trip Interruption
                                Insurance Company:      ******************

We are in receipt of the follow up correspondence for the above referenced complaint that was received on April 4, 2023, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc.(Broadspire), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ****************** to process claims for plans sold by ********************** Services, LLC.

In this follow up complaint, ***************** expressed confusion with the following policy language "We will also provide reimbursement for unused air arrangements, less any refunds paid or payable, provided that these are not flights scheduled to travel to your Trip destination or flights scheduled to your origin of departure on your Trip, and provided that these are not flights within 24 hours of your Scheduled Departure Date or Scheduled Return Date." We have reviewed our file materials and we offer the following in response.

The above referenced policy language is only applicable if the reason for the interruption meets the definition of a Covered Event. Unfortunately, the reason for ******************** interruption did not meet the policy criteria.

Pertinent policy language follows:
TRIP INTERRUPTION BENEFIT
If your arrival on your Trip is delayed beyond your Scheduled Departure Date, or if you are unable to continue the Trip due to one of the unforeseeable Covered Events listed below that occur during your Trip dates to you or your Traveling Companion, we will reimburse you for the unused, non-refundable land or water arrangements prepaid to the Travel Supplier prior to departing on your Trip, less any refunds paid or payable, plus one of the following:

a. Additional transportation expenses incurred to reach your scheduled destination if your departure is delayed and you leave after the Scheduled Departure Date and time;or
b. Additional transportation expenses incurred for you to reach the final return destination of your Trip; or
c. Additional transportation expenses incurred to rejoin the Trip in progress from the point where you interrupted your Trip.

We will also provide reimbursement for unused air arrangements, less any refunds paid or payable, provided that these are not flights scheduled to travel to your Trip destination or flights scheduled to your origin of departure on your Trip, and provided that these are not flights within 24 hours of your Scheduled Departure Date or Scheduled Return Date.

Covered Events:
1. The Sickness, Injury or death of you, your Family Member, your Service Animal or your Traveling Companion. The Sickness or Injury must first commence while your Trip Interruption coverage is in effect under the Policy, must require the in person treatment by a Physician, and must be so disabling in the written opinion of a Physician as to prevent you from taking your Trip (either because your condition prevents your travel, or because your Family Member, Traveling Companion or your Service Animal requires your care);
2. Common Carrier delays and/or cancellations resulting from adverse weather, mechanical breakdown of the aircraft, ship,boat or motor coach that you were scheduled to travel on, or organized labor strikes that affect public transportation;
3. Being directly involved in a documented traffic accident while en route to departure on your Trip;
4. Being hijacked or Quarantined;
5. Being required to serve on a jury, or required by a court order to appear as a witness in a legal action provided you, a Family Member or a Traveling Companion is not a party to the legal action or appearing as a law enforcement officer; ****** Your Home made Uninhabitable by fire,flood, volcano, earthquake, hurricane or other natural disaster;
7.Your Accommodations at your destination made Uninhabitable due to fire, flood,volcano, earthquake, hurricane or other natural disaster. We will only pay benefits for losses occurring within 30 calendar days after the event renders the destination Uninhabitable. For the purpose of this coverage, Uninhabitable means: (i) the building itself is unstable and there is a risk of
collapse in whole or in part; (ii) there is exterior or structural damage allowing elemental intrusion, safety hazards have yet to be cleared, such as debris on roofs or downed electrical lines. In order to receive benefits under this coverage to remain home or to return home when the destination is restored for use, you must have 4 days or 50% of your total Trip length or less remaining at the time the destination is restored for use.Benefits are not payable if the event occurs or if the hurricane is named prior to or on your Trip Cancellation Coverage Effective Date;
8. A documented theft of your passports or visas;
9. A mandatory evacuation (or public official evacuation advisement in geographic areas where no mandatory evacuation orders are issued by government authorities) at your destination due to adverse weather or natural disasters. We will only pay benefits for losses occurring within ********************************************************* order to receive benefits under this coverage to remain home or to return home when the mandatory evacuation ends, you must have 4 days or 50% of your total Trip length or less remaining on your Trip at the time the mandatory evacuation ends;
10. Being called into active military service to provide aid or relief in the event of a natural disaster;
11. Your previously granted military leave being revoked. The leave must be approved prior to your coverage becoming effective, and official written revocation notice from your commanding officer will be required;
12.Your involuntary termination of employment or layoff (or the involuntary termination or layoff of your parent or guardian if you are a minor traveling alone), after continuous employment with the same employer for 2 years or more,provided the termination or layoff occurs 14 days or more after your coverage has taken effect. This benefit is not available to temporary employees,independent contractors, or self-employed persons;

13. A Terrorist Act which occurs in your departure city or in a city to which you are scheduled to travel while on your Trip, and which occurs within 30 days of your Scheduled Departure Date,provided the city has not experienced a Terrorist Act in the 30 days prior to the effective date of your coverage;
14. Your Host being unable to provide Accommodations due to a life-threatening Sickness or Injury, or due to death.Official documentation of the event will be required;
15. The school where you attend must extend its operating session beyond its predefined school year due to unforeseeable events commencing during the Policy effective period. The school year extension dates must fall in your Trip dates in order for this coverage to be available.Extensions due to extracurricular or athletic events are not covered;
16. Being required to take an academic examination on a date that has been fixed while on your Trip, and the examination date falls within your Trip dates;
17. Being unable to undergo a vaccination or inoculation, due to a medical reason, that is announced and published as required for entry into a country of destination while on your Trip. The vaccination or inoculation must be unannounced and unpublished to the public at the time your coverage is purchased;
18.Receiving official notification of an organ match available to you for immediate transplant, provided the transplant is considered medically necessary, the notification is received while you are on your Trip, and in the written opinion of the Physician the transplant surgery and/or recovery is so disabling as to prevent you from continuing on your Trip;

19. Receiving a court-issued notice to attend an Adoption Proceeding, provided you are not attending as a condition of your employment and provided the person being adopted is not you, your Traveling Companion or your Family Member. The date of the scheduled Adoption Proceeding must be during your Trip dates;
20.Receiving notice that your Adoption Proceeding or adoption arrangements have been cancelled or terminated, provided your Trip was for the purpose of executing the adoption.

Limitations
Benefits payable for additional transportation expenses will not exceed the cost of airfare (the same class airfare on which you were originally booked) by the most direct route, less any refunds paid or payable.

This coverage is subject to the General Exclusions.

If you have any questions, please contact me at the number listed below.

***********************
Director of Claim Operations
Broadspire Services
Phone: ************
**************************
Initial Complaint
Date:03/14/2023
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Thats a mistake with the "other" tab open. The resolution is to get the refund that was approved and their claim to 5-7 days response and the complete deception and delay tatics.
Customer Answer
Date: 03/14/2023
The Complaint should start with Xcover and work down to Broadspire to Affinity.Crawford October 15,2022 **$ ****** ************** and Refund upon cancellation Complaint is time and the false commitments that have been not resolved Made countless phone calls to Xcover/Broadspire with false commitments. With no resolve Account# ******* Their business practices are absurd and possibly criminal with their false statements and delay practices ?
Business Response
Date: 03/30/2023

March 28, 2023

Dispute Resolution Department
Better Business Bureau
**********************************************************************

RE:                          Complaint ID:                      ********
Claim Number:                    4095895
                                Insured:                                 *****************
                                Policy Number:                    WY7WR-Q84RM-INS
                                Date of Loss:                        November 14, 2022
                                Type of Loss:                        Trip Cancellation
                                Insurance Company:          ******************
NAIC No:                               11231

We are in receipt of the correspondence dated March 14, 2023 for the above referenced complaint that was received on March 17, 2023, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc. (Broadspire), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ****************** to process claims for plans sold by ********************** Services, LLC

In this complaint, ***************** has expressed frustration with the length of time taken to resolve the above referenced claim and frustration with the claim process, stating false commitments were made. We have reviewed our file materials and we offer the following in response.

On December 8, 2022, the Broadspire office received notification of the loss for the above referenced claim. On December 13, 2022, the acknowledgement letter and claim form were sent to ***************** via email. On December 19, 2022, ***************** submitted supporting documentation to the file via our secure portal. The claim was assigned to an adjuster for review on December 21, 2023 However, the claim was not reviewed by the assigned adjuster until January 25, 2023, and for this delay we sincerely apologize. On January 25, 2023, the adjuster provided a status via email explaining that his file was under management review.

On February 14, 2023, the adjuster spoke to ************** by phone advising that the recommendation for the claim was still under review by management. As the potential exposure of the claim was over Broadspires payment authority, the Team Manager notified the adjuster that we would need to prepare the claim file for referral to the underwriter, ******************, for review and approval. On February 21, 2023 the adjuster attempted to call ************** and left a voice mail to return the call.

Unfortunately,there was a delay in sending the claim file to the underwriter. The full claim file was sent to the underwriter on March 13, 2023, and for this delay we also apologize. Following the underwriters review, Broadspire received directive to request additional documentation from **************** physician to rule out a pre-existing condition per policy terms. The adjuster reached out to ************** by phone that day and advised of the additional documentation needed. ************** indicated that his condition was not pre-existing and would not be providing any additional documentation, and instead he would be filing suit. As we did not have the appropriate documentation required by the insurer to prove *************** loss, the adjuster sent a follow up letter by email to ************** on March 16, 2023 indicating the pending documentation required and closed the claim file.

Pertinent policy provisions follow:

PRE-EXISTING CONDITION means a Sickness or Injury during the 180-day period immediately prior to your
effective date for which you or your Traveling Companion: (1) received, or received a recommendation for, a
diagnostic test, examination, or medical treatment; or (2) took or received a prescription for drugs or medicine. Item 2 of this definition does not apply to a condition which is treated or controlled solely through the taking of prescription drugs or medicine and remains treated or controlled without any adjustment or change in the required prescription throughout the 180-day period before coverage is effective under this Policy.

On March 17, 2023, Broadspire was notified of BBB complaint ********. Upon receipt of the complaint, the file was reviewed by a member of the management team. It was determined that the following items are still pending in order to make a coverage decision:

1.             Confirmation of the reason for the Trip Cancellation (Please provide a copy of your additional medical records review.)
2.             Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable)

Should ************** choose to upload additional documentation, we will reopen his claim and review the claim in its entirety against the policy language and provide a status update.

For faster service, ************** may upload the required documents to:
**************************************

Or mail/fax the required documents to:
Claim Benefit Services
P.O. Box 459084
*****************
(Attn: *******)

Fax: **************
ATTN: (4078779)

If you have any questions, please contact me at the number listed below.

***********************
Director of Claim Operations
Broadspire Services
Phone:************
**************************
Customer Answer
Date: 03/31/2023

Complaint: 19427434

I am rejecting this response because: Everything was sent properly the first time, the above attachments verify it was approved , I was also told the check had been registered and was in the mail, I ask if i could pay to have it shipped where it would be tracked, that was denied, three weeks went by and I called back to have then give me another excuse that they needed yet something else. Everything in that response is a distortion of any kind of the truth. Their own rep told me she did not know what was going on and the next day they sent me an email and closed the claim because I hadn't responded in time. I have all the documentation and would like for them to show what documentation they didn't receive and need.

Sincerely,

*****************
Business Response
Date: 04/06/2023
Tell us why here...
April 5, 2023

Dispute Resolution Department
Better Business Bureau
**********************************************************************

RE:                          Complaint ID:                      ********
Claim Number:                    4095895
                                Insured:                                 *****************
                                Policy Number:                    WY7WR-Q84RM-INS
                                Date of Loss:                        November 14, 2022
                                Type of Loss:                        Trip Cancellation
                                Insurance Company:          ******************
NAIC No:                               11231

We are in receipt of the follow up correspondence received on March 31, 2023, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc. (Broadspire), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ****************** to process claims for plans sold by ********************** Services, LLC

As advised in our previous response, the adjuster submitted their recommendation for the file over to management for review and approval. As the potential exposure of the claim was over Broadspires payment authority, the Team Manager notified the adjuster that we would need to prepare the claim file for referral to the underwriter,******************, for review and approval, as this will ultimately be their decision.

Following the underwriters review, they did not agree with the adjusters recommendation and Broadspire received directive to request additional documentation from **************** physician to rule out a pre-existing condition per policy terms. The adjuster reached out to ************** by phone that day and advised of the additional documentation needed. ************** indicated that his condition was not pre-existing and would not be providing any additional documentation, and instead he would be filing suit. As we did not have the appropriate documentation required by the insurer to prove *************** loss, the adjuster sent a follow up letter by email to ************** on March 16, 2023 indicating the pending documentation required and closed the claim file.

Pertinent policy provisions follow:

PRE-EXISTING CONDITION means a Sickness or Injury during the 180-day period immediately prior to your
effective date for which you or your Traveling Companion: (1) received, or received a recommendation for, a
diagnostic test, examination, or medical treatment; or (2) took or received a prescription for drugs or medicine. Item 2 of this definition does not apply to a condition which is treated or controlled solely through the taking of prescription drugs or medicine and remains treated or controlled without any adjustment or change in the required prescription throughout the 180-day period before coverage is effective under this Policy.

On March 17, 2023, Broadspire was notified of BBB complaint ********. Upon receipt of the complaint, the file was reviewed by a member of the management team. It was determined that the following items are still pending in order to rule out the pre-existing condition exclusion on the policy:

1.             Confirmation of the reason for the Trip Cancellation (Please provide a copy of your additional medical records review.)
2.             Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable)

Should ************** choose to upload additional documentation, we will reopen his claim and review the claim in its entirety against the policy language and provide a status update.

For faster service, ************** may upload the required documents to:
**************************************

Or mail/fax the required documents to:
Claim Benefit Services
P.O. Box 459084
*****************
(Attn: *******)

Fax: **************
ATTN: (4078779)

If you have any questions, please contact me at the number listed below.

***********************
Director of Claim Operations
Broadspire Services
Phone:************
**************************
Customer Answer
Date: 04/06/2023

Complaint: 19427434

I am rejecting this response because:notice in the above attachment's that clearly state that everything was uploaded and received properly. Notice the third attachment claiming they closed the claim because their was not a response in 90 days from the initial date. This is ridiculous and clearly the truth does not matter to these people. Just read the three emails attached. Please ask for any documentation they have where they asked me for additional information. That's simply a lie. ***************** said (That the check was written and registered) and mailed and three weeks went by and I had to call they did not have a doctor's ********* and wasn't sure what they needed. I told her that its simply another fabrication and I would file suit to get the money that's rightfully owed. That *********s still holds true today, but that will be their choice.The absurdity of their responses is based on not one single piece of documentation, What is true that it is unfortunate that anything could happen like this. I've added confirmation of Doctors ********* as well.

Sincerely,

*****************
Customer Answer
Date: 04/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
*****************
Initial Complaint
Date:03/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We stayed at an Airbnb location in ****** in Jan 2023. The Airbnb was broken into and we got robbed of the money we left at the location when we went out sightseeing. We have made a police report and submitted the information to Airbnb. Airbnb informed us that their claim adjuster (Crawford and *** should handle this case. Crawford and *** rejected the claim without providing any rationale, basis or reason. We have reached out to them various times over the past months without a response. We got robbed approx. $5000 USD. We are hoping that this complaint can give us a fair resolution.Thank you
Business Response
Date: 05/03/2023
Additional correspondence was provided to the Mr. ******* via email on 5/3/23 advising.
"Based on our review and that of Insurers, we found no indication that the Host and/or Airbnb could be held liable for the incident you declared.
Whilst we regret the inconvenience you may have encountered as a result of the reported incident, unfortunately your claim is not covered under the ************************ program."
Initial Complaint
Date:03/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an employee of the *********************************. My wife recently had a baby and I went on Paid family leave in which the company i am complaining about is responsible for my paid benefits. Half of the transaction was processed smoothly, but once I requested my right to an extension, the transaction was no longer processed. The request was made January 20th for an extension until March 3rd, at which point it was received and recorded. Never was it processed until I realized i didnt get paid February 21st. The extension was never processed and when I was given the run around until Feb. 27th 2023 that it was finally approved, it was not processed expectedly in an urgent manner. Newborns can be very expensive and I cant afford a lapse in payment. This is unacceptable. I have been put through more unnecessary stress in an already stressful time. I hope they clean up their act and this doesnt happen to anyone else.
Business Response
Date: 03/16/2023
Our claims unit has responded directly with the complainant on this matter.
Please address additional inquiries directly with the claims unit.
Initial Complaint
Date:02/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June of 2022 I had booked a flight to and from ******** ***** through booking.com and Lufthansa. I was informed that I the airfare was non-refundable so it was suggested that i get insurance for it, which i did. Unfortunately in August 2022 i had injured myself and one of our pets became severely ill and we were not able to take the trip. i filled out all the claim information and sent the documentation, which showed as received and that it had been reviewed. Then i received a 60 day letter claiming they hadn't heard from me, and i went back and forth with them sending all past emails and documentation again, then i was told booking.com already refunded the money to me, which was false. So i was told i had to get in touch with booking.com to prove that i did not receive the refund, which i did and forwarded to Crawford. This morning i received a 90 day notice that i never responded. And it seems like they are pulling reasons out of the air and not looking at anything i have sent them. I'm very frustrated and feel like i've been scammed.
Business Response
Date: 03/06/2023
March 6, 2023

Better Business Bureau ******* & NE *******
************************************
Suite 900
*******, ** 30303

RE:      Complaint ID:              19510610
           Claim Number:            *******
           Policy NumberGKDCE-U4Y3P-INS
           Policy Type:                  Trip Cancellation
           Insured:                        *************************
           Date of Loss:                September 7, 2022
           Writing Company:       ******************

We are in receipt of the follow up correspondence for the above referenced complaint that was submitted on February 28, 2023, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ****************** to process claims for plans sold by ********************** Services, LLC.

In this complaint, **************** expressed frustration with the required documentation requested and the length or time taken to resolve her claim. We have reviewed our file materials and we offer the following in response.

On September 17, 2022, Broadspire received first notice of loss for the above referenced claim. Broadspire acknowledges that there was a significant delay in the issuance of the acknowledgement letter and claim form, which occurred on November 15,2022, and for this we sincerely apologize. On December 6, 2022, a thirty (30)day letter was sent to **************** regarding the status of her claim and the pending documentation required to review for coverage. On December 8, 2022, *************** began submitting documentation to her file via our secure portal. On December 9, 2022, the claim was assigned to an adjuster for review.

On December 29, 2022, the assigned adjuster reviewed the submitted documentation and determined that the following documents were pending in order to make a coverage decision:

Cancellation letter from tour operator/agency/carrier (with cancellation policies)
Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
Documentation showing any refunds (if applicable)

An email was sent to **************** on December 29, 2022, advising of the pending documentation. On January 24, 2023, still pending additional documentation, a sixty (60) day letter was sent to *************** via email. Later that day, **************** submitted additional documentation to her file via our secure portal. On February 1, 2023, the additional documentation was reviewed by the assigned adjuster and it was determined that we were still pending the following documentation:
Documentation showing any refunds (if applicable)

Another email was sent to **************** on the same day. On February 28, 2023, after ninety (90) days of requesting the required documentation needed to make a coverage decision for the above referenced claim, a ninety (90) day closing letter was sent to **************** via email.

Upon receipt of the above referenced complaint, a member of the managememt team reviewed the entire file again and it was confirmed that we are still pending confirmation from the airline (Lufthansa) if there were any refunds or flight credits issued to **************** for the cancelled flights. We have reached out to **************** and left a voicemail to discuss. We have also attempted to contact Lufthansa on ***************** behalf to help expedite the review of her claim, however, we were advised that Lufthansa will only release that information to the ticketed passenger(s).

Upon receipt of the required documentation,we will review ****************** claim for coverage.

For faster service, please upload the completed and signed claim form and all required documents
to: **************************************

Or mail/fax the completed and signed claim form and all required documents to:
Claim Benefit Services
P.O. Box 459084
*****************
Fax:
**************
Attn: (*******)

Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
Respectfully,

*************************
Director of Claim Operations
************
**************************
Customer Answer
Date: 03/07/2023
Crawford is saying that i did not provide information showing a refund and that i was frustrated by the documentation required, which is not correct. I was frustrated by sending the information several times and it still being asked for. On 1/11/2023 i sent them documentation from Booking.com stating that my flight was non-refundable. On 2/1/2023 I sent the same information again, plus documentation from Lufthansa stating that they couldn't refund because i had booked through Booking.com. I then included the information again from Booking.com that says it was non-refundable. I don't know how else to prove that i did not receive a refund. I sent everything i have.
I did receive a call yesterday morning from a Senior Adjustor but was in a meeting and couldn't pick up. I then called back and left a voicemail with my information. I again called this morning and left a voice mail and the best time to reach me.
I just want to get this rectified.

Business Response
Date: 03/15/2023
March 15, 2023

Better Business Bureau ******* & NE *******
************************************
Suite 900
*******, ** 30303

RE:      Complaint ID:              19510610
           Claim Number:            *******
           Policy NumberGKDCE-U4Y3P-INS
           Policy Type:                  Trip Cancellation
           Insured:                        *************************
           Date of Loss:                September 7, 2022
           Writing Company:       ******************

We are in receipt of the follow up correspondence for the above referenced complaint that was submitted on March 7, 2023, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ****************** to process claims for plans sold by ********************** Services, LLC.

In this complaint, **************** stated that she was frustrated by sending the information several times and it still being asked for...I dont know how else to prove I did not receive a refund. We have reviewed our file materials and we offer the following in response.

A member of the managememt team reviewed the entire file again and it was confirmed that we are still pending confirmation from the airline (Lufthansa) if there were any refunds or flight credits issued to **************** for the cancelled flights. We have received the recent submission on March 7, 2023 from Lufthansa titled Cancellation Acknowledgmentadvising that the tickets were cancelled and it also states For a possible refund, please contact the travel agency that issued the ticket. The document from Booking.com acknowledges your message, but does not provide any information regarding the status of your airline tickets.

Please also note, that if the tickets are non-refundable, it does not mean that there is not an eligible credit for future travel with the airlines. We require confirmation that the tickets are not eligible for a refund as well as that they no longer hold any monetary value via a travel credit.

As mentioned in our previous response, we attempted to reached out to **************** and left a voicemail to discuss. We have also attempted to contact Lufthansa on ****************** behalf to help expedite the review of her claim, however, we were advised that Lufthansa will only release that information to the ticketed passenger(s). **************** needs to call Lufthansa to request this document.

Upon receipt of the required documentation,we will review ****************** claim for coverage.

For faster service, please upload the completed and signed claim form and all required documents
to: **************************************

Or mail/fax the completed and signed claim form and all required documents to:
Claim Benefit Services
P.O. Box 459084
*****************
Fax:
**************
Attn: (*******)

Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
Respectfully,

*************************
Director of Claim Operations
************
**************************
Initial Complaint
Date:02/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Broadspire Travel Insurance....A Crawford *** has approved my claim #******* in the amount of $7,376.00. The check was printed on January 26, 2023 but never received via USPS.A stop payment on the check was issued on February 17, 2023. I was informed a new check would be issued and shipped overnight. I have not received the check as of today, February 24, 2023.I would truly appreciate it if you would help me in getting this issue resolved.
Business Response
Date: 03/06/2023
March 6, 2023

Better Business Bureau ******* & NE *******
235 ****************
Suite 900
*******, ** 30303

RE:      Complaint ID:              19493599
           Claim Number:            *******
           Policy Number3GRCSM1556955
           Policy Type:                  Trip Cancellation
           Insured:                        *********************
           Date of Loss:                October 10, 2022
           Writing Company:       ******************

We are in receipt of the follow up correspondence for the above referenced complaint that was submitted on February 24, 2023, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ****************** to process claims.

In this complaint, *************** advised Broadspire Travel Insurance....A Crawford *** has approved my claim #******* in the amount of $7,376.00. The check was printed on January 26, 2023 butnever received via ***** A stop payment on the check was issued on February 17, 2023. I was informed a new check would be issued and shipped overnight.I have not received the check as of today, February 24, 2023. We have reviewed our file materials and we offer the following in response.

On February 17, 2023, the assigned adjuster was made aware that the original check was not received by the insured. On this day, a stop payment was requested and a reminder was set to reissue the check once the account reconciled.

On February 24, 2023, the assigned adjuster spoke with **************** to advise of the status of the payment and **************** advised the adjuster that she filed a BBB complaint for the above referenced file. On February 28, 2023, a member of the management team spoke with ***************, confirmed that the stop pay on the original check was processed,verified the mailing address, and advised that the check should print the following day and at that time an overnight request would be made.

On March 1, 2023, the replacement check in the amount of $7,326.00 printed and an overnight request was entered. *************** was provided with the ***** tracking number of **** **** **** for check number ********** via email.

As of March 6, 2023, our records does not indicate that the replacement check has been cashed by ****************.

Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
Respectfully,

*************************
Director of Claim Operations
************
**************************
Initial Complaint
Date:02/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in an auto accident in September 2022 in a rental car; i purchased the rental car with my AmEx because it has extra medical benefits in the event of an accident. I have provided all of the requested information to Broadspire or Crawford Company or Chubb, they are all 3 listed on the letter head. it has taken some time to get all of the information they requested but the last piece was uploaded on February 1, 2023. I have made many attempts at calling, leaving messages and sending emails but still have not gotten a response. I need to get the information so I can have my medical bills paid.
Business Response
Date: 03/06/2023
To Whom It May ****************** received the consumer complaint regarding the above-captioned claim. The claim was handled by our third-party claim administrator, Broadspire Services, Inc., a subsidiary of Crawford & Company. In their complaint,the consumer expressed frustration with the long claim process and lack of response from Broadspire; the consumer is requesting a response, so they can get their medical bills paid.

We apologize for any delays the consumer experienced during the Broadspire claim process. We reviewed the claim and have confirmed that the policy administered by Broadspire does not include medical benefits; this is a Loss Damage Waiver policy that covers damage to vehicles rented with the eligible credit card. The consumer may have a relevant medical benefit through their credit card, but it is not insured under this policy. On February 22, 2023 and March 3, 2023,Broadspire informed the consumer that this policy only covers losses to the rental vehicle. The consumer should call the number on the back of their credit card to inquire about any medical benefits available to them.

Should you have any additional questions or concerns,please do not hesitate to contact the undersigned.

Sincerely,

**************************
Claim Director,Accident & Health
Chubb *********************
Customer Answer
Date: 03/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:02/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased travel with insurance company Xcover and Broadspire is the administrator. I opened my claim for fare reimbursement due to my spouse medical condition and inability to travel Internationally. I have provided all of the documentation requested in mid-January and there's been no resolution despite the numerous attempts and communication to Broadspire who is the administrator for my claim. It's been a lengthy process and I've complied with all the necessary documentation including medical statements from physician. I am asking for a resolution, and it's been an exhausting chase. I've escalated to Broadspire internal management. team and was contacted a few weeks ago, but since then it's been at a standstill. I'm uncertain of legal time frame an insurance company has to process claims, but this appears to be an unacceptable amount of waiting since started the process in December 2022.
Business Response
Date: 02/21/2023
February 21, 2023

BBB serving ******* & NE *******
235 Peachtree Street
Suite 900
*******, ** 30303

RE:     Complaint ID:                19374785
           Claim Number:            4100083
           Policyholder:               ***************************
           Policy Number450644923
           Policy Type:                 Trip Cancellation
           Date of Loss:               November 25, 2022
           Writing Company:      ******************

We are in receipt of the correspondence for the above referenced complaint that was submitted on February 10, 2023, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ****************** to process claims for plans sold by ********************** Services, LLC

In this complaint, *************************** expressed frustration with the length of time taken to resolve her claim, as well as the lack of communication received during the claim process. We have reviewed our file materials and we offer the following in response.

On December 21, 2022, the Broadspire office received first notice of loss for the above referenced claim. An acknowledgement letter and claim form was sent to ******************* via email on December 22, 2022. On January 19, 2023, ******************* began submitting supporting documentation to her file via our secure portal. On January 20, 2023, the claim was assigned to an adjuster for review.

Broadspire acknowledges that there was a significant delay in the initial review of the file, which occurred on February 3, 2023, and for this we sincerely apologize. Upon review of the submitted documentation, the adjuster determined that the following required documents were pending to determine coverage:
Receipts for any additional/out of pocket expenses (Note: Reimbursement of same limited by policy terms and conditions)
Documentation showing any refunds (if applicable)
Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
Cancellation letter from tour operator/agency/carrier (with cancellation policies)
Proof of payment(s) for the trip (i.e., itemized travel invoice, e-ticket or paper ticket, hotel charges, service fees and other accommodation expenses or credit card statements)

An email was sent to ******************* advising of the pending documentation on February 3, 2023. On February 6, *********************************** submitted additional documentation to her file via our secure portal.On February 10, 2023, the file was reviewed by the adjuster and it was determined that the following required documents were still pending to determine coverage:
Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
Receipts for any additional/out of pocket expenses (Note: Reimbursement of same limited by policy terms and conditions)

On February 13, 2023, ******************* submitted additional documentation to her file via our secure portal. On February 15,2023, the file was reviewed by the adjuster against the policy language and it was determined that the loss was eligible for coverage. Payment in the amount of $1165.56 (policy maximum for Trip Cancellation Benefit) was mailed to ****************** on February 17, 2023, check number **********. Please allow **** business days to arrive via **** Mail.

Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
Respectfully,

*************************
Director of Claim Operations
************
**************************
Initial Complaint
Date:02/03/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was involved in accident on 11/26/22 wasnt my fault ,BROADSPIRE. pressured and harassed me into signing release form for damages to vehicle and more damage was found and the damages are now costing more for repair
Business Response
Date: 02/14/2023
Better Business Bureau
235 **************** #***
*******, ** 30303

RE:                   ************************

BBB COMPLAINT/FILE NUMBER:                    19314366
INSURED'S NAME:                                           Labcorp
CARRIER:                                                         Ace ******************
POLICY #:                                                         ISA ****************** #:                                                          189940655
DATE OF LOSS:                                                11/26/2022
NAIC #:                                                            22667
PAYMENT ISSUED:                                          Yes

To Whom is *** concern,

Thank you for the opportunity to respond to the above-referenced complaint matter involving the insured Labcorp and the claimant, ************************ Broadspire is the third-party administrator handling claims on behalf of Ace ****************** Company and their insured, Labcorp. Broadspire is not an insurance company. In a good-faith effort to resolve this complaint, Broadspire provides the following information for your records.

This matter involves a third-party property damage claim being made under the Commercial Auto policy for Labcorp. This claim was investigated and a determine was made to resolve the claim. The repairs were initially assessed in the amount of $2,909.76 and an agreement was reached with the claimant and a check was issued to the claimant in this amount. Additional damage was found once the repairs were underway, and a supplemental check was issued for the supplemental amount of $1,978.11 directly to the shop. We advised the claimant that the vehicle repairs were completed, the supplement check issued to the shop, and the vehicle was ready for pick up.

Thank you again for the opportunity to address the issues between *********************** and Labcorp. We trust that the provided information satisfies your inquiry. Should you have any further questions, please do not hesitate to contact the undersigned.

Regards,

*************************
Broadspire
P.O. *******************************************
Phone:************
**********************************************************

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